CRM notification settings: new leads and missed calls

CRM notification settings solve two problems at once: a manager learns about a lead the same minute, and the owner doesn't drown in a hundred extra emails. A missed call that nobody returns often means a client who is already dialing a competitor. A Telegram message or SMS to the manager turns such a call into a quick callback.

A notification is a message the system sends to an employee or client by itself when something happens: a lead arrives, a call isn't answered, a lead moves to a stage. There is no single notification switch in the account: each one is set up with a block where the event happens. Below is a map: where to turn it on, who gets it and how to remove the extra ones.

Where to turn on new lead and call notifications

How to set up a notification in the incoming call flow

1. 1
   Open the flow

   “Telephony” → “Incoming settings” and the entry you need: “Incoming call”, “Lead from a site form”, “Lead from email” and others.
2. 2
   Add a block

   “+” in the right branch → “Play / send a message”.
3. 3
   Choose a channel

   Tick “SMS”, “Email” or “Notify an employee via Telegram”; you can pick several at once. Untick the voice message to the client if you don't need it.
4. 4
   Choose the recipient

   “Send to an employee” → “The lead owner” or “A list of employees” with the “+ employee” button. For an email, fill in “Sender address” and “Subject”.
5. 5
   Write the text

   “insert a field” adds the name, phone, lead ID or the last call recording.
6. 6
   Save the flow

   “Save” at the bottom of the page.

For a missed call, put this block in the “If the employee has not answered” branch: the manager gets a notification, and you can send the client an SMS right away. How branches and the queue work is described in detail in the article “automatic call distribution”.

Notifications in autofunnels

If you need a notification not for every lead but for an event, use an autofunnel: a lead is stuck on a stage, a date arrives, a payment comes in. In the “Send an email” and “Send an SMS” blocks, choose the “Recipient”: “Send to the client” or “Send to an employee”. “Notify an employee via Telegram” and “Notify an employee in MAX” message employees only; for MAX, also choose the “Sending method”. Which leads the funnel applies to is set in “Launch conditions”: for example, the “Missed calls” or “Funnel stage” filter. Ready-made examples are in the article “Telegram lead notifications”.

Who receives notifications: the employee profile

A notification goes to the addresses in the employee card in the “Users” section:

• “Email” — emails go here;
• “Telegram” — a login like @username; the employee must open the notification bot via the link in the block and press “START”;
• “MAX for notifications” — the user id in MAX; the bot behind the link under the field will tell you what it is.

“The lead owner” means the notification goes to the person responsible for this lead. “A list of employees” means everyone added to the block. If the employee's field is empty, the message won't reach them.

How to remove extra email notifications

Every email to an employee is sent by a specific block, so that's where you remove it:

• in “Incoming settings”, find the “Play / send a message” blocks with the “Email” box ticked: remove extra employees from the list or choose “The lead owner”;
• delete a block you don't need: trash can → “Delete only this block” → “Save”;
• if you don't need emails about everything, put a “Condition” or “Schedule” block in front of it;
• in autofunnels, check the “Send an email” blocks and “Launch conditions”: “Repeat the funnel” at the end of a branch runs it again, while “Do not repeat the funnel” runs it once per lead;
• turn off a report you no longer need with the toggle in the “Status” column in “Set reports” — its settings are kept.

Why notifications don't arrive by email or in Telegram

• Telegram. There is no login in the profile, or the employee hasn't pressed “START” in the notification bot.
• MAX. “MAX for notifications” is empty, or the employee hasn't started a chat with the bot. “No MAX bots are connected to the project.” — connect a bot in “Messengers”.
• Email. Check “Email” in the profile and the spam folder. Emails to clients are more reliable from your own domain — DKIM and SPF setup helps.
• The block doesn't fire. It sits in a branch the call never reaches, or a condition filters the lead out. The flow highlights an empty recipient list: “Email: no employees selected”.

Where missed calls in the CRM come from

A lead's row in the table is highlighted pink if its last call was missed. You can find such leads with the “Last call status” → “Missed” filter or “Missed calls” → “Yes”. In “Call details” such a call has the “No answer” status — how to search and listen to calls there is covered in the article “sales call recordings”. Once the client has been called back, open the card → “⋯” → “Remove from missed calls”. In the flow, the “Lead editing” block → “Clear the missed call flag” does the same.

You can get the list of missed calls for the day without logging in: the “Calls” report in “Set reports” counts missed calls, and the “Leads” report with the “Missed calls” condition sends them as a list. How to set it up is covered in the article “automated daily sales report”.

Read also: Telegram lead notifications, Automatic call distribution, Automated daily sales report